Returns & Exchanges

01

Cancelling An Order

An order can be cancelled within six hours of being placed, provided it has not yet been dispatched. Write to info@khemperfumes.com with your order number and we will stop it and refund you in full.

After six hours the parcel is usually already with our packing team, and the return procedure below applies instead.

02

Samples And Discovery Sets

Samples and discovery sets are final sale and cannot be returned. They exist precisely so you can explore the library before committing to a full bottle — which is the outcome we would rather have than a return.

03

Returning A Product

You have fourteen days from the day your order arrives to request a return. The product must come back unopened and unused, with its seal and cellophane intact, in its original undamaged packaging and complete with everything it shipped with.

• Email info@khemperfumes.com within fourteen days, quoting your order number and the items concerned.
• Tell us whether you would prefer a refund or an exchange.
• Wait for authorisation before sending anything back.
• We issue a prepaid return label; use it and no other method.

The prepaid label is not a formality. Glass flacons need a carrier who knows what is inside the box, and we cannot guarantee the safety of a return that travels any other way. Returns sent without authorisation cannot be accepted.

04

What We Cannot Accept

• Fragrance that has been opened or used — a hygiene rule, and one we cannot waive unless the product is faulty.
• Personalised, engraved, or bespoke pieces, unless there is a manufacturing error or defect.
• Samples and discovery sets.
• Returns sent without prior authorisation, or shipped in makeshift packaging.
• Products returned incomplete — missing outer packaging, missing parts, or with the product label removed.

05

Damaged Or Incorrect Orders

Please check the parcel when it reaches you. If the outer box is crushed, opened, or shows any sign of tampering, note it with the courier before you sign.

If a product arrives damaged or faulty, tell us within 48 hours of delivery at info@khemperfumes.com and include photographs of the product and the packaging. We use them to file the claim with the carrier and to send your replacement without waiting for the claim to close.

If we sent the wrong item, do not open it. Let us know and we will collect it and dispatch the correct one at our cost.

06

Exchanges

An exchange follows the same route as a return: request it within fourteen days, wait for authorisation, and send the sealed product back on the prepaid label. The replacement is dispatched as soon as the return is received and inspected.

Where the replacement costs more, we will send you the difference to settle before dispatch. Where it costs less, the difference is refunded.

07

Refunds

Refunds are issued to the original payment method within fourteen days of the returned product reaching us and passing inspection. Your bank may take a few days more to show it.

Where a product is returned faulty, incorrect, or damaged in transit, we refund the shipping as well. Where a return is a change of mind, the original shipping is not refunded.